Slotbox Casino - Player's closed account was reopened.

Hi there, I asked for my account to be completely closed by email mid last year but 3 months later I went to their site and ended up rejoining using all the same details. Should they have allowed this as the whole idea of closing an account is so I can't rejoin? Since rejoining I have lost a lot of money. I have not contacted them yet but would like to know if they should have allowed this. Thanks.

Dear Sammy123,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Please forward me your account closure request. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Hi Kristina, I have sent you an email. Thanks.

Thank you for your reply, Sammy123. I reviewed your email and I see that you asked for a simple account closure, which means that the casino didn't do anything wrong by reopening your account. I understand your point of view, but I am afraid that this is not something we could penalize the casino for.

Please, let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint. Thank you very much for your understanding.

Dear Sammy123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.